Professional Documents
Culture Documents
H3022/1/1
UNIT 1
OBJECTIVES
General Objective
Specific Objectives : At the end of the unit you will be able to:
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INPUT
1.0
1.1
provided by the front office staff. Therefore the front office staff gives a
significant impact on the hotel image.
7am 3 pm
Day-evening shift
3pm 11 pm
Night shift
11pm 7 am
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1.2
ORGANISATIONAL CHART
A hotel is clearly an organization because it has certain goals which need to
be achieved. The main goal is to bring guest to stay in the hotel as this will
make a lot of profit. In order to achieve its goals, plans and coordinations of
activities between departments need to be smooth. What better way to do this
than by using organisational chart.
Organisational chart will give a clearer picture of the relationship between
the different positions within the hotel. It also enables the manager to know
the positions of staff within the hotel and also who is answerable to whom.
Organisational chart also shows where and how each department fits into the
overall organization of a hotel. Each staff has to understand their duties and
responsibilities. By looking at the organisational chart, they can see how they
interlink with each other in their daily activities.
However, hotel organisation structure varies. It depends on the size and style
of operation. Normally hotel organisation structures can be categorized into
small, medium or large.
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General
Manager
Sales
Executive
Sales
Clerk
Front
Office
Manager
Supervisor
Receptionist
Executive
Housekeeper
Chambermaid
F&B
Manager
Captain
Waiter
Finance
Manager
Chef
Account
Clerk
Commis
Cashier
Steward
Security
Manager
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GENERAL MANAGER
EXECUTIVE
SECRETARY
SALES &
MARKETING
MANAGER
SALES
MANAGER
SALES
EXECUTIVE
FRONT OFFICE
MANAGER
ASSISTANT
MANAGER
BELL
CAPTAIN
EXECUTIVE
HOUSEKEEPER
PUBLIC
AREA
SUPERVISOR
MAINTENANCE
MANAGER
PERSONEL
MANAGER
FINANCE
MANAGER
PERSONEL
CLERK
CASHIER
RESTAURANT
MANAGER
SOUS
CHEF
CHARGEMAN
F&B
SUPERVISOR
CHEF
DE
PARTIE
AIR
CONDITIONING
MECHANIC
DEMI
CHEF
ELECTRICIAN
COMMIS
PLUMBER
HOUSEMAID
BELLMAN
FLOOR
SUPERVISOR
SALES
CLERK
FRONT
OFFICE
SUPERVISOR
FRONT
OFFICE
ASSISTANT
CAPTAIN
CHAMBERMAID
BARTENDER
LINEN
SUPERVISOR
WAITER
STEWARD
LINEN MAID
RESERVATION
SUPERVISOR
RESERVATION
CLERK
TELEPHONE
SUPERVISOR
ASSISTANT
TELEPHONE
SUPERVISOR
TELEPHONE
OPERATOR
Figure 1.2
Organisation of a medium-sized hotel
(Source: Crystal Crown Hotel Johor Bahru)
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General Manager
Reservation Manager /
Telephone Manager
Assistant Recreation
Manager
Figure
1.3 Organisation structure
of Front Office
in a large hotel
Reservation
Front Office
Assistant Bell
Supervisor
Reservation Clerk /
Telephone Operator
Manager
Front Office
Supervisor
Captain
(Source:
Lifeguard
Reservation
Supervisor
1.3
Telephone operator
Taking messages
Receptionist
Greeting guest
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Reservation agent
Mr.Smith, may I
know your
mailing address
and telephone
number?
Up sell accommodations
Forecasting
Cashier
Receiving payment
Concierge
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Activity 1
TEST YOUR UNDERSTANDING BEFORE YOU CONTINUE WITH THE NEXT
INPUT!
In the WORD MAZE below, find words that are related to front office
( Questions 1.1 1.9 )
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H
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(1.10)
Front Office
Supervisor
(1.11)
Bell Captain
(1.12)
Reservation Clerk
(1.13)
Telephone
Supervisor
(1.14)
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Feedback on Activity 1
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1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
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Front Office
Supervisor
Reservation Clerk
Bell Captain
1.13 Bellman
Telephone Supervisor
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Self- Assessment 1
7
You are approaching success. Try all the questions in this self-assessment section
and check your answers with those given in the Feedback on Self-Assessment 1
given on the next page. If you face any problem, discuss it with your lecturer. Good
luck.
1.
2.
3.
4.
Describe how many different shifts and hours the front office staff have to
work
5.
6.
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Feedback on Self-Assessment 1
1.
Front office is the most important department because it has the most guest
contact. Guest makes their first contact with front office staff when they
arrive at a hotel. Hotels first impression depends on the services provided
by the front office staff. Therefore the front office staff gives a significant
impact on the hotels image. The function of the front office includes
reservation, registration, room and rates assignment, room status, guest
services and cashiering
2.
a)
Receptionist
b)
3.
4.
Greeting guest
Handling special request
Handling check-in and check-out
Providing information for guest
Assigning rooms and dispensing guest room keys
Morning-day shift:
7am 3 pm
Day-evening shift
3pm 11 pm
Night shift
11pm 7 am
5.
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6.
General Manager
Reservation Manager /
Telephone Manager
Reservation
Supervisor
Reservation Clerk /
Telephone Operator
Front Office
Manager
Front Office
Supervisor
Assistant Recreation
Manager
Assistant Bell
Captain
Reservation
Supervisor
Lifeguard
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